Mystery Shop Evaluation

Ensure Teams are Meeting Standards with Professional Mystery Shop

Our SERVICEScope product helps our customers confirm that they are delivering service that is consistent with the delivery standards that are the foundation of the customer satisfaction process. Customers have different expectations for companies based on their brand promise. How does an organization ensure they are meeting customers’ expectations consistently while achieving the brand’s objectives? Implementing shopping programs provides an unbiased, additional source of information.

UniFocus’SERVICEScope™offers trained and certified mystery evaluators to witness customer service in action from the customer's perspective. When this feedback is coupled with our customer feedback survey, GUESTScope™, you can be sure brand standards are relevant and being met while exceeding customer expectations.

Trained and timely feedback from undercover shoppers allows leadership to make fast and informed decisions about current services and product related aspects of the experience, confirm the integrity of employees, and make sure proper procedures and internal and safety controls are in place. Programs are available for all service industries—hotels and resorts, casinos, restaurants, spas, boutiques and everything in between—around the world to ensure standards are being met to help surpass guest expectations.

UniFocus' SERVICEScope Key Benefits:

Focus and align resources to what matters most to the customer

Intelligence necessary for management to examine current best practices and refine levels of service delivery to meet brand/company standards

Identifies "WOW" moments and missed opportunities that would have made a lasting and positive impression on guests

Industry benchmarking and trending to track and measure improvements

Correlate to GUESTScope to provide a better guest experience

Championing an on-going mystery evaluation program as part of a fully developed customer brand strategy is smart business. Mystery shopping is a very proactive way to ensure teams are achieving or exceeding brand standards. Aligning resources to meet consumer expectations allows for the tracking of both customer satisfaction and loyalty to help support all aspects of a company’s operations.

By leveraging an experienced and impartial third party like UniFocus, businesses gain a multi-dimensional point of view enabling managers to better understand customers’ perceptions. SERVICEScope helps evolve companies to meet the changing needs of the organization and customers.

"UniFocus' expertise in meetings and events, the great price point, and superiority of the product fit our needs. UniFocus has been out front with its technology, and providing great business tools to track the meeting planner's reviews effectively and efficiently."

"We now have a standardized system for time and attendance tracking across our entire portfolio..."

- Mark Fielding, Senior Accountant for Red Lion Hotels

"UniFocus feels like a partner, not a third party. It's a great relationship...We have individual, personalized service that isn't cookie cutter. Another strategic asset is the clear understanding of which products and/or services can be improved or offered, to exceed customers' expectations."

- Chuck Currid, General Manager of Babson Executive Conference Center

"The feedback provided by SERVICEScope has allowed our Leadership team to examine the most fundamental portions of our best practices and refine how our levels of service can continue to set us apart from our competition. The feedback is detailed, thorough, and consistent through the organization."

- Ian Dailey, Director of Organizational Development of Canyons Resort

"Valid Customer feedback is extremely important to earning high satisfaction ratings and plays a vital role in loyal clients driving profits and recommending new business. With UniFocus' online system, The Mayfair will capture the feedback of guests which will be integrated with our corporate level reporting. Every key touch point that makes up a guest stay is valuable."